Obviously, the first point is to ensure you FULLY understand your company’s specific system. There is nothing more annoying than being transferred all over the place, only to be cut off, and having to start over again!

The way in which we would normally handle the telephone unfortunately results in us unwittingly mishandling our customers.

Here’s an example:

You make a call and the phone is answered. Before you can get a word in, you hear ‘Just a moment please’ – then it’s either total silence or some awful music as you’re put on hold!

As with many things in life, your general rule should be to treat others, as you’d like to be treated yourself. So be friendly and warm and appreciative of the fact that they called YOU.

Experiment with different ways of answering the telephone. You need to feel comfortable about it, and so do your colleagues!

You need to ensure a consistent, company-wide message is being portrayed to your clients’ and prospects’, regardless of who picks up the telephone.

If outside callers can come in on a direct-line numbers, as well as through the switchboard, then everyone in your organisation needs to portray a professional and consistent image.